Conference Agenda

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Session Overview
Keynote Panel: Paul Jones, Ron Kaufman, Jochen Wirtz
Sunday, 21/Jul/2019:
11:30am - 12:15pm

HSS Auditorium

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Staging a Service Revolution: Turnaround, Innovation & Differentiation

Authors: Paul Jones (The Lux Collective, Singapore), Ron Kaufman (UP! Your Service Pte Ltd, Singapore), Jochen Wirtz (National University of Singapore, Singapore)

Paul Jones, Ron Kaufman and Jochen Wirtz will present in an integrated 45-minutes session on how service organizations can rapidly improve their customer experience, service culture and team engagement while, at the same time, drive innovation and differentiation.

First, Jochen will discuss what is different in change management in the context of service organizations. Next, Ron will focus on key lessons learned from working with over 20 service organizations in service revolution projects. Finally, Paul will explain how he managed to move LUX* Resorts & Hotels from deep financial and cultural trouble to outstanding customer ratings. Today, LUX* Resorts & Hotels is a highly successful and fast growing resort chain.

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